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Salary: USD 65,000 - 75,000 / annual
ZAP Solutions, a higher education technology platform trusted by 175+ medical and graduate programs across the US, Canada, and Australia, is hiring a Client Support Analyst to serve as a primary point of contact for an assigned portfolio of school clients.
In this role, you will help ensure clients' admissions systems meet their operational needs by combining client relationship management, system configuration, development request coordination, quality assurance, and documentation. You will work closely with clients, internal teams, and developers to investigate issues, implement system improvements, manage requests from submission through resolution, and test system changes to ensure reliable functionality.
Key responsibilities include:
- Building and maintaining strong client relationships, responding to questions, troubleshooting issues, managing requests, and communicating progress and resolutions
- Evaluating and implementing routine to moderately complex configuration changes based on client needs, with thorough testing and documentation
- Gathering requirements, creating and managing development tickets, collaborating with developers, tracking progress, and validating completed work
- Testing configuration changes, development updates, and system releases to identify defects and confirm functionality
- Maintaining accurate client-specific documentation covering configurations, workflows, business rules, and system changes
- Working cross-functionally with Client Success, technical and implementation teams, and developers to resolve issues and improve processes
This is a full-time, Monday-to-Friday role reporting to the Technical Analyst Manager within the Client Success department. You will work fully remote and must be able to work EST hours.
Requirements:
- 5 to 7 years of experience, ideally in EdTech
- Strong client service, communication, and relationship-building skills
- Analytical and problem-solving abilities with attention to detail
- Strong organizational skills and ability to manage multiple requests and deadlines
- Ability to learn complex systems and understand how configuration changes affect client workflows
- Ability to gather requirements, document technical needs, and coordinate work across teams
- Experience with software support, systems analysis, implementation, quality assurance, or technical client services preferred
- Experience with school admissions processes or educational technology is a plus
